Technical Support Manager - Global 24/7 Excellence

Gigamon; Ciudad de México; Presencial; MXN 900.000 - 1.300.000; Jornada completa

Descripción de la vacante

Gigamon in Mexico City is seeking a Technical Support Manager to lead a team of Technical Support Engineers responsible for post-sales support globally. This in-office role requires strong ability to manage technical and people tasks under pressure and to maintain high customer satisfaction.

You will drive metrics, mentor staff, coordinate with sales, product, and engineering, and continuously improve customer experience through data-driven decisions.

Formación

• Bachelor's degree in Computer Science or Engineering preferred.
• 8+ years in a customer support role, with 0-2 years in people management.

Responsabilidades

• Manage support teams in Mexico, delivering 24/7/365 service to global customers and partners.
• Ensure best-in-class customer experience through responsive monitoring.
• Develop and maintain operational metrics for case management and escalations.
• Lead people management activities: 1:1s, career planning, focal reviews.
• Oversee escalations with effective communication to leadership.
• Collaborate with Sales, Product, Engineering, and other units as needed.
• Apply analytical problem solving to drive continuous improvement.
• Manage customer communications and account/project management tasks.
• Research relevant topics to enhance knowledge and support improvements.

Conocimientos

CRM

Knowledge Base

ACD systems

People management

Customer support leadership

Educación

Bachelor's degree in Computer Science or Engineering

Herramientas

CRM

Knowledge Base

ACD systems

Descripción del empleo

Gigamon in Mexico City is seeking a Technical Support Manager to lead a team of Technical Support Engineers responsible for post-sales support globally. This in-office role requires strong ability to manage technical and people tasks under pressure and to maintain high customer satisfaction.

You will drive metrics, mentor staff, coordinate with sales, product, and engineering, and continuously improve customer experience through data-driven decisions.